Objectius del curs

Certification Preparation

The examination is a 90 minute paper with eight (8) multiple choice, scenario-based, gradient-scored questions taken at the end of the course. The pass mark is 28/40. The exam to be charged separately.

Please note you must bring a copy of your ITIL Foundation exam certificate, this is required in order for you to take the exam associated with this course.

On successful completion of the course and passing of the subsequent exam 3 number of credits will be awarded by the examining institute

Dirigit a

Dirigit a

This course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on- going support and delivery of business IT services and those interfacing with information systems who require an insight into Service Management best practice.

This may include:

IT professionals, Business managers, Business process owners, Individuals who require a deep understanding of how the ITIL Certificate in the Planning,Protection and Optimization processes may be used to enhance the quality of IT service support within an organization;

IT professionals who are working within an organisation that has adopted and adapted ITIL, and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme;

Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications; Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules;

Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Prerequisits

Prerequisits

Delegates are required to meet the following mandatory prerequisites:

Hold the ITIL Foundation V3 Certificate

To be eligible for the examination leading to the ITIL Planning, Protection and Optimisation Certificate, the candidate must fulfil the following requirements:

Undertake at least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme

2 to 4 years professional experience working in IT service management is highly desirable

Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications.

It is also recommended that candidates should complete a minimum of 12 hours of personal study, reviewing the syllabus and the pertinent areas within the ITIL Service Design core guide,

specifically Chapter 2: Service management as a practice.

Contingut del curs

Contingut del curs

Introduction to planning, protection and optimization:

Full understanding of PPO terms and core concepts.

The value to the business of PPO activities

The lifecycle within the PPO context

The urpose and objective of service design as it relates to PPO

The basic service design principles

Learning Unit PPO02: Capacity management:

The knowledge, interpretation and analysis of capacity management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

The end-to-end process flow for capacity management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes

A measurement model and the metrics that would be used to support capacity management within PPO practices

The benefits and business value that can be gained from capacity management

Availability management:

The knowledge, interpretation and analysis of availability management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

The end-to-end process flow for availability management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other

processes

The benefits and business value that can be gained from availability management

A measurement model and the metrics that would be used to support availability management within PPO practices

IT service continuity management (ITSCM):

The knowledge, interpretation and analysis of ITSC management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

The end-to-end process flow for ITSCM, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes

The four stages of ITSCM (i.e. initiation, requirements and strategy, implementation and on-going operation) and how each can be used to support PPO

A measurement model and the metrics used to support ITSCM within PPO practices

The benefits and business value that can be gained from ITSCM

Information security management:

The knowledge, interpretation and analysis of information security management principles, techniques and relationships and their correct application to enable effective services planning,

Oprotection and optimization.

The end-to-end process flow for security management, including its design strategy, components, activities, roles and operation, its organizational structure and its interfaces with other processes

A measurement model and the metrics that would be used to support security management within PPO practices

The benefits and business value that can be gained from security management

Demand management:

The knowledge, interpretation and analysis of demand management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

The end-to-end process flow for demand management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes

Activity-based demand management as it relates to business and user activity patterns and how these contribute to core and service packages

The benefits and business value that can be gained from demand management in support of PPO

Planning, protection and optimization roles and responsibilities:

The knowledge, interpretation and analysis of organizational roles, principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organization to support PPO.

Technology and implementation considerations:

The knowledge, interpretation and analysis of technology and implementation principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

Service management tools, where and how they can be used within PPO for process implementation

The types of tools that support service design as related to PPO.

What best practices should be used in order to alleviate challenges and risks when implementing service management technologies and designing technology architectures.